Soho Home Avis 817

We had a misfortunate experience take place whereby a mirror we ordered wasn’t actually available last minute. After speaking with Jill, she was hugely helpful and managed to find us one of the mirrors. She went above and beyond and I can’t thank her enough! Thank you Jill!

Thank you so much for your quick response and for being so helpful - much appreciated! :)

Jill at Soho Home Customer Service has been excellent. She was in regular communication and dealt with my complaint brilliantly, throughout all stages and without prompting. I'm delighted with the outcome of my complaint and Jill couldn't of handled it any better.

Sophie and Paula in the CS team at Soho Home are very good. Very responsive and keen to help and ensure any issues are resolved.

Quick response from Linda with issue solved immediately. Thank you!

We’ve hesitated to post this, but what happened with Soho Home deserves to be seen by anyone considering buying from them. Especially those who, like us, have been clients for years and expect professionalism from a premium brand .
At their recent Archive Sale, we purchased an Arielle Extra-Large Wall Mirror, physically present at the event, clearly marked with a stock label showing two available units. We saw it, chose it, paid for it in full. A simple, legitimate transaction.
Days later, Soho Home cancelled the order, claiming a “stock discrepancy.” That would be curious enough, except that the mirror was standing right there at the time of purchase and was not for display since it had indicated and confirmed stock labels. Their own terms for Archive Sales even state that “items must be taken at time of purchase.”. Other terms only refer to website purchases and are not applicable.
In other words, they sold something they apparently had no intention, or ability, to deliver. Maybe a hook for the sample sale, where the real hope is that everyone goes away with a body lotion.
But what really sets this experience apart is their idea of a “resolution.” After ignoring formal correspondence, Soho Home “apologised” by offering us a £250 voucher, suggesting we could use it to buy a smaller mirror, half the size of the one we had already paid for, if, of course, we spent an extra £180. When poor service borders with arrogance.
A brand built on design, craftsmanship, and “care” should understand that luxury isn’t about scented candles. It’s about integrity. We used to love the brand and are sad to see it in decline.
At this point, we’re simply counting the days until Restoration Hardware opens in London!

poor customer service, their promo ended the day before-reached out to purchase furniture at yesterday’s price -they won’t bother to help with it! apparently they have too much sales to care

I ordered 2 divine Auden square cushions but only one arrived. Although this was obviously disappointing I cannot fault Tiffany and the customer support she gave me. A replacement cushion was ordered and delivered in no time, very efficient and just a wonderful REAL human to deal with. Thanks of giving me great customer service.

Soho Home very kindly replaced a sofa with an alternative style which we love! Sophie was extremely understanding and helpful. Excellent!

Linda V was amazing in assisting me with my order! I am so excited to receive my new Lennox sideboard.

Super helpful and speedy reply, thanks Sophie!

Excellent customer service from Soho Home these days- it used to be terrible but I can't recommend them highly enough now.

I’ve had two terrible experiences at Soho home, first was a sofa I was waiting 12 weeks to arrive, 4 weeks before delivery someone from Soho home cancelled the order by mistake and said I would have to wait another 12 weeks for another sofa.

Second experience was a rug that on the week of delivery again after waiting 12 weeks, I was told they can’t get hold of the supplier and have no idea of the new delivery date.

If they can’t work with suppliers they shouldn’t try and promise customers items that will never be delivered.

So disappointing.

While the item I ordered was beautiful, it wasn’t the right size for my room. I can’t say enough good things about the customer service I received from Tiffany at SoHo Home and Natalie at Sean Phelan for a return that was a little out of the norm. The most responsive and helpful customer service experience I’ve had. They represent both of their companies very well.

Laura in Customer Support Services is exceptional and deserves a huge shout out! Brilliant customer service and is very responsive - a real professional and asset to Soho Home!

Bed Quality and Service

I ordered the Kaplan Bed in early September and unfortunately had a very disappointing experience both with the product itself and with the service provided.

On 12 September, the delivery company was unable to assemble the bed because the screw holes on the side parts did not align with the headboard. The bed had to be taken back immediately.

When I saw the headboard that had been delivered, I was profoundly disappointed with the quality. The screws of the construction were visible beneath the rattan, making the bed look cheap. The rattan weave itself was uneven and far less sturdy or elegant than shown in the photographs on the company’s website. This misrepresentation of quality was one of the key reasons I decided to cancel the order.

Today is 28 September and I have still not received a refund. Despite calling several times, I am repeatedly told that the refund will only be processed once the bed has reached their warehouse. This is unacceptable. Under consumer law, when goods are faulty or not as described, a customer is entitled to a prompt refund; it should not depend on the company’s internal logistics or the speed of their returns process.

Overall, this experience has been frustrating from start to finish: a product of poor quality, an unsuccessful assembly due to faulty construction, and extremely slow handling of the refund. I cannot recommend this bed or the service provided.

So impressed with the design, quality and customer service at Soho Home.

I ordered some beautiful cushions. One item did get lost but Laura was so helpful on resolving it and a replacement arrived the next day.

I would kit my whole house out in Soho Home if I could!!

The customer support has been incredible. We’ve designed almost our entire living room with Soho Home, and every time we needed help with a return or replacement, the team welcomed us and handled everything quickly.

We’ve had to return a fair bit of furniture, and every single request was resolved smoothly. Their support team is attentive and always finds solutions as fast as possible. Their delivery and installation partners, Wincanton and Castellan, are excellent as well.

Special thanks to Erin, Carol, Linda, and Anna!

Really nice experience ordering from Soho Home …Bea in the customer team was fantastic… really helpful and made sure my order was delivered as quickly as possible.